What can Semantic Analysis and AI bring to the email channel?

14 / 11 / 2023

Artificial Intelligence can help us a lot in our daily work: it can do tasks for us and speed up our work. Companies can decide to deploy it with the use cases that deliver the most value. When it comes to digital banking, the use of AI can and must be leveraged because it helps both with personalisation of exchanges and with automation and instantaneity, two essential criteria for retail banking customers. Changing the mindset of both customers and advisors will be the other challenge with AI.

young businessman working on his laptop

Possible use cases with AI on the email channel

In the digital communication and specifically on the email channel, banks are challenged with the number of emails they receive, the quality of the answer they provide and the time they take to respond. Artificial Intelligence can help banks in these three categories with semantic analysis as a first level and then Generative AI as a second step.

What is Semantic Analysis?

Semantic analysis is a method used in linguistics, computer science, and artificial intelligence to understand the meaning of words and sentences in context. It examines relationships among words and phrases to comprehend the ideas and concepts they convey. In natural language processing, semantic analysis helps machines grasp the nuances of human language, such as irony, sarcasm, or ambiguity. It is a critical component of technologies that rely on language understanding, like text analysis, language translation, and voice recognition systems.

We will describe in the following paragraphs three use cases, where AI and sematic analysis can improve the email channel:

How Worldline assists its customers in the implementation of AI

Today Worldline already leverages AI on email through two ongoing projects with major French banks.

In the first project, semantic analysis is helping the bank with direct answers for customers and suggested answers for advisors. Each time a customer creates a new conversation and wants to send it, semantic analysis scans it first and suggests an FAQ answer or a self-service option if possible.

With this implementation, the bank aimed to reduce the number of emails received by 5% and the results are above that figure.

In the second project, Worldline is leveraging generative AI to suggest the best email answer to advisors from another major French bank.

As depicted, advisors write a prompt to describe how they want to answer a customer request, then generative AI suggests an answer based on every information available about the customer and its relationship with the bank. A pilot is currently conducted on a selected geography. After confirmation, this option will be deployed over their entire French network.

Semantic analysis and generative AI bring new ways to enhance quality and responsiveness of advisors’ email answers. What’s more, they also allow them to focus on value-added exchanges between a bank and its customers as a substantial number of questions no longer needs to be handled by advisors.

These technologies not only help to optimise the email channel but also have applications in the entire digital communication such as content summarisation, smart database, etc. And most probably, more use cases will appear and reinvent the customer-bank relationship soon.

Learn more about Worldline Trusted Interactions and all Digital Banking solutions.


Clement Noel

Clément Noel

Product Manager Worldline Trusted Interactions
Clément has been in Digital projects since 2015. Half technical, half business, he loves to find the best ways to adapt technologies to business matter. He has joined Worldline Digital Services in 2019. Since then, he has worked on designing Worldline messaging solution so it could bring the most value to customers and advisors.